Cannot access my online account/app

[Daveherron79]

Hi all,

I’m new to the forum.

For the last three or four months I have been unable to view my account online or use the EE app, and becoming more than frustrated now with the lack of help from EE.

When I try to login I get an error saying something went wrong. This happens on my laptop and also safari and the app.

i have rang EE numerous times and they keep saying we will raise a ticket and come back to you in a few days, and guess what, they don’t.

Last chap I spoke to said the same, gave me his email so I could send a screen shot and told me 10 working days. As soon as the phone was put down I received a text saying complaint closed. I have emailed him saying it’s now 28 days and still nothing, and guess what, no reply again.

I am at the end of my tether and any advice is welcomed. I have tried to reset my password numerous times and this doesn’t work

[Christopher_G]

Hi @Daveherron79 

Welcome to the community.

I'm sorry to hear that you're having some problems with viewing your account online. The complaint case and ticket are two separate things. If the complaint has been closed, the ticket will still be open for investigation.

If the complaint was closed incorrectly, I recommend getting back in touch so that it can be re-opened and they can check for an update on the ticket.

I hope it's all sorted for you soon.
Chris

[Daveherron79]

I have been back in touch and ignored.

I think I speak for everyone else who is suffering from this widespread problem, the service we are receiving is not good enough. 

[Christopher_G]

What happened when you called, @Daveherron79? Did they say what the next steps are?

Chris

[Marek49]

I have exactly the same experience, app not working, website not allowing me to change or do anything toy account, I was told by "customer service" that there are few experiencing the same problem, was told there is no time frame to fix it, just keep trying to login!

When you see all the adverts saying you can control the WiFi from app, shift data allowance and all the other things you're supposed to do, and then be told, well unfortunately you can't, and we are not going to tell you if, or when we will fix it, it does seem very strange from a massive company that keeps people connected, can't even allow full access to their own app and website!

[Rach_H]

Hi @Marek49,

Welcome to the Community!

We know how important it is for you to be able to mamage your account, so I'm sorry to hear you're having trouble, and that you've been left feeling disappointed after speaking with our team. 

Do you know if the team logged that this was also happening to you, or offer to keep you updated? If you raise a complaint and aren't happy with the solution offered then you can ask to escalate this to a team leader.

Rach